摘要
通过对信息服务质量评估方法SERVQUAL和“期望—感知”模型的讨论,指出该方法的不足和改进方向,并对该方法和模型进行修正,建立起新的方法和模型。
The means of SERVQUAL and the model of 'expectation - perception' for quality evaluation of information service are analyzed and discussed in this paper. Some weakness and direction of improvement are pointed out. Meanwhile, the means and model are corrected so as to set up new means and model.
出处
《图书情报工作》
CSSCI
北大核心
2004年第4期108-111,共4页
Library and Information Service
